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Processing refunds and returns is a natural part of retail sales. We’ll walk you through the steps of running a refund in , whether or not the customer has the product.

Please Note: Each tender type has its own refund setting, so not all of them will be available for refunds. You can configure refund settings in the Back End by going to Administration > Tenders. 

• Refunds if the Customer Has the Product
• Refunds Without the Product

Refunds if the Customer Has the Product

If the customer requesting a refund or return has both the product and their receipt, then the process is straightforward. Here’s what you should do:

1. From the Front End, click or tap on Refunds & Voids on the far right.
   

2. You’ll see more options displayed in the panel. Click or tap on Refund.
   

3. The Item Scan Field in the upper left corner will show the letters RF.
   

4. Scan the item.

   • If the item has a weight-based price, place it on the scale to proceed with the refund.

   • If the item’s weight has changed, proceed with the refund using the other method detailed below.

   The item will be added to the transaction. It will show a negative dollar amount and the letters RF in its line item to indicate it's being refunded.
   

5. Click or tap on Total in the upper right.
   

6. Depending on your store policies and on the customer’s preference, click or tap on the appropriate tender type for how you want the funds to be returned to the customer.
   

7. You can also click or tap the Next button at the bottom to see other options for Pay on Account and Receive on Account (these are only applicable if the customer has an in-store charge account).

8. Confirm the refund amount by clicking or tapping on Yes (The price in the image below is different because it added the sales tax the customer paid).
   
9. Give the customer the amount using the selected payment method (electronic methods will be automatic).
10. Select how the customer wants to receive their receipt: Paper, Electronic, Both, or No Receipt.
    
11. Finally, if the transaction is a return, retrieve the product from the customer.

Refunds Without the Product

If the customer doesn’t have the physical product, or its weight has changed since they bought it (and if they are still able to do a return for it based on your store policies), follow these steps:

1. Click or tap on Refunds & Voids on the far right.
   

2. Click or tap on Refund.
    

3. You’ll see RF in the Item Scan Field on the upper left. 
   

4. Click or tap on Non Scan on the far right.
   

5. In the window that pops up, enter the dollar amount being refunded.
   
6. Click or tap on OK or Enter.

7. In the Department window that pops up, click or tap on the Department the item is from. Please Note: Only Departments that have been set to Open in the Back End can work with Non Scan items. If your departments span multiple pages, you can use the Next and Previous buttons on the right to browse.
    

8. After you’ve selected the department, click or tap on the OK button.

9. A new window will pop up for you to enter the product description. If your register doesn't have an attached keyboard, use the Keyboard button to open the on-screen keyboard.
   

10. Click or tap on the OK button again to update the transaction.

11. The item will be added to the transaction. It will have a negative dollar amount and the letters RF in its line item to indicate it's being refunded. 
    

12. Alternatively, you can also use Product Lookup immediately after you click or tap on Refund. Find and enter the product to add it as a refund.
    

13. Find and click or tap on the item in the Product Lookup menu to enter it.
    

14. Click or tap on Total.
    

15. Depending how the customer wants to receive their refund, click or tap on the appropriate tender type.
    
16. You can also click or tap on Next to see more options for Pay on Account and Receive on Account (only applicable to customers who have in-store charge accounts).
17. Confirm the amount of the refund by clicking on Yes.
    
18. Have the customer swipe their card, or give them their cash if they chose that tender.
19. Select how the customer wants their receipt: Paper, Electronic, Both, or No Receipt.
    

Related Articles

Entering a Non-Scan Item

How to Void Items

Tender Types in the POS

Frequently Asked Questions

Q: I have a question, but I can't find my answer here. How do I get more assistance?

A: If you need immediate assistance, the team is available 24/7. Feel free to contact our support team at 877-752-0625. You can also email us at support@marktpos.com, and we will respond within 24 hours.